The Universal Request (UR) state is determined by the state of the primary ticket. The primary ticket for a UR is a child department ticket, such as an IT incident or a HR case. A Universal Request can have only one primary ticket at a time.

Given are some examples of the impact of the primary ticket on UR:
  • If there is no primary ticket, then the Standard Ticket configuration for UR determines requester page view of the UR ticket.
  • If a child IT incident is the primary ticket of a UR, then the Incident Standard Ticket configuration determines the requester page view of the UR ticket.
  • If a child HR case is the primary ticket of a UR, then the Case Standard Ticket configuration determines the requester page view of the UR ticket.

UR states and state reasons

The Universal Request (UR) state describes where in the life cycle the UR request is.

Table 1. UR states and reasons
States Description
New The UR request is created and is ready to be triaged. This is the first state in the life cycle.
In Progress The state when the UR is being triaged and worked on. For example, the state can be In progress because of the following state reasons:
  • Triaging: Is being triaged by the routing agent.
  • Primary Ticket - In Progress: Primary task is currently work in progress.
  • Confirm Response: Waiting on the routing agent's confirmation on the resolution provided by the department agent.
Awaiting Response The state when there is a user action is pending. For example, the possible state reasons are one of the following:
  • Action Required: When the agent has requested the user for some action or information.
  • Accept Resolution: When the agent has requested the requester for accepting the resolution.
Closed The UR is closed.
Canceled The UR is canceled.
Note: Requesters can cancel a UR only if there are no active or closed primary tickets attached to it. Also, the state of UR must be either New or In Progress.

Sample: State reason for In Progress state